Unit of competency Outline

Date retreived
22/07/2026 1:26 AM AWST

Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.

Build customer relationships and loyalty

Build customer relationships and loyalty

Unit of competency
National Code
SIRXCEG003
State Code
AWX29
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
31/03/2016
View on TGA
State Implementation and Classification
Approved Date
13/09/2016
Field of Education
120505 - Work Practices Programmes
Original Release Date
13/09/2016
Nominal Hours
40
Description
This unit describes the performance outcomes, skills and knowledge required to build customer relationships and foster customer loyalty. It applies to individuals working in frontline customer service roles in a diverse range of industry sectors and business contexts. They operate with independence and under limited supervision and guidance from others, and within established organisational policies and procedures. No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Develop relationships with customers.
  • 1.1.Provide personalised service to customers in a professional manner that promotes repeat business.
  • 1.2.Identify repeat business and acknowledge customer return.
  • 1.3.Provide tailored recommendations for products and services based on known individual customer needs.
2. Generate customer loyalty.
  • 2.1.Convert customers to brand advocates through exemplary customer service.
  • 2.2.Inform customers of benefits associated with promotions and loyalty programs as required.
  • 2.3.Identify trends in customer demands for products and services and communicate with relevant personnel to ensure availability.
3. Deal with escalated customer complaints.
  • 3.1.Clarify information regarding escalated customer complaints referred from team members.
  • 3.2.Take action to pacify customer maintaining a calm and professional manner.
  • 3.3.Identify source of customer dissatisfaction and seek appropriate solutions in consultation with the customer.
  • 3.4.Ensure the customer is satisfied with solutions and offer compensation in line with level of responsibility.
No information
No information
Replaces
State Code National Code Title Type
WD954 SIRXCCS408 Build retail relationships and sustain customer loyalty Unit of competency